Ellway, Benjamin - In: International Journal of Operations & Production Management 36 (2016) 4, pp. 408-428
operations of the call centre service system by examining customer usability problems with the interactive voice response (IVR … – Customer use of the IVR system involved effort, capability, and arrival forms of customer-induced variability, which produced … customer experience of IVR systems should be continually monitored to identify usability problems and ensure effective design …